Service Desk Analyst
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Position Overview & Specifications
Background
An opportunity has arisen for an experienced IT Service Desk Analyst to join our IT Service Desk team. Reporting to the IT Service Desk Manager, you will provide first and second line support to staff across the firm.
This is an exciting opportunity which will allow the successful candidate an exposure to a range of technologies and will require a high level of customer service demonstrating both excellent interpersonal and communication skills.
Responsibilities will include:
- Logging calls from users across the organisation
- Troubleshooting issue remotely and in person
- Ensuring that a high level of customer service and support is provided
- Supporting for the following: -
- Microsoft Windows 10
- Microsoft Office 365
- iManage Document Management System
- Visual Files Case Management System
- Prioritising issues dependant on urgency
- Hardware/Software installation
- Work closely with Infrastructure and Development teams
- Assigned IT project work in addition to day to day tasks
The ideal candidate must have a high level of IT literacy, be fully conversant in Office 365 and Windows 10. They must also be able to demonstrate experience working with various computing platforms and applications and have a minimum of two years’ experience working in a Service Desk environment.
Microsoft Certified Professional and ITIL qualifications are beneficial but not essential.
Some flexibility with regards to hours of work is required.
Life at Hugh James
Although our workforce has grown to more than 500, we have retained and nurtured a unique culture which is based on hard work, exceptional talent, ambition, empathy, innovation and good humour. It is those qualities that have helped us grow the business to where we stand today.
Key to our growth strategy to date has been the recruitment and development of great people. This will remain the case as we look forward to the years ahead. Life at Hugh James is vibrant and full of opportunities.
Our culture is friendly and collegiate, but we maintain the professional atmosphere you would expect from a modern, leading law firm. All our staff have access to industry-leading training and mentoring to ensure they reach their potential.
Hugh James is an equal opportunities and disability confident committed employer.
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Legal
Based on transatlantic hiring benchmarks for Service Desk Analyst roles across Hugh James's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Legal.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £22,247 - £26,000 bracket, including retirement vesting and health parity.
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